Fixed Mobile Convergence

The results of a survey released by Openet (News - Alert), a provider of Service Optimization Software, showed how the lack of direct engagement between mobile operators and customers translates into an inability to provide a more personalized service to customers.

Openet offers its Subscriber Engagement Engine, a solution that emphasizes how critical two-way conversation is to gathering information needed to sell services. According to company officials, the solution can help operators simplify their offerings and customize it according to individual needs.

"By not having a self-care portal designed specifically for mobile use, operators are limiting their customers' user experience -- and leaving money on the table," said Michael Manzo (News - Alert), CMO at Openet in a press release.

Manzo added that operators seem to have realized the missed opportunity. They are looking to offer direct-to-device communication and controls in order to improve and simplify their mobile activity in order to provide higher value resulting in higher revenues.

Although 89 percent of respondents believe that providing real-time service controls would enhance the customer experience, nearly 50 percent do not have these capabilities on mobile devices. Openet's solution will enable consumers to have real-time visibility into and total control of their services.

The online survey generated responses from senior managers employed by the world's largest mobile operators. The survey also revealed respondent expectations for the year 2012.

In other news, Openet announced the results of a survey conducted on their behalf by Harris Interactive (News - Alert) on communications usage among teens in the United States. The survey was conducted online among 503 American 13-17 year old cell phone users. The study found that cyber-bullying via cell phones or online is a major issue among this age group, resulting in emotional impact.